Customer Service Supervisor - Flow Control

Major Tasks And Responsibilities

• Coordinate with stakeholders to achieve operational excellence.
• Maintain strong relationships with customers, Outside Sales, and internal teams to deliver superior customer care.
• Monitor team performance against service levels, productivity, quality, and satisfaction metrics.
• Strategize and oversee daily customer care activities to ensure efficiency.
• Resolve customer complaints, billbacks, and debits promptly and professionally.
• Assist in developing and implementing customer service policies and procedures.
• Maintain documentation of customer service activities.
• Support employee development through training, coaching, and regular feedback.
• Foster team spirit and promote a positive, inclusive work culture.
• Perform additional duties as needed.

Supervisory Responsibilities

• Manage Customer Care Representatives located in Clemmons, NC, and Phoenix, AZ call centers.

Requirements

• 5–10 years of customer service experience, preferably in manufacturing and distributor-facing roles.
• Proven supervisory experience with strong leadership and coaching skills.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Skilled in resolving customer complaints and internal process conflicts calmly and efficiently.
• Proficient in Microsoft Office Suite and customer service tools.
• Ability to present effectively to diverse audiences.
• Willingness to travel to Hayward facilities in the U.S.

Education And Experience

• Bachelor’s degree in Business or related field is preferred, or a minimum of five years of customer service experience.
• Prior experience in a leadership role preferred.